CUSTOMER SERVICE BASICS - COURSE SYLLABUS
All activities and assignments are posted on Moodle unless noted otherwise.
DAY
1
LESSON
Orientation
OBJECTIVES
1. Discuss the purpose, schedule
and expectations of CSB.
2. Identify and apply personal learning strategies.
3. Use access technology efficiently.
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Group Discussion
1
Lesson 1
Assignments
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Complete these assignments prior to
discussion of Lesson 1.
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2
Lesson 1: Explore the Customer Service
Industry
1. Apply customer service terminology and industry knowledge
2. Set up and maintain work station
3. Access and navigate websites
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ASSIGNMENTS
Read CSB Program Description
Read Introduction to Moodle
Review CSB Goals and Objectives
Read and sign the Agreement of
Understanding
Click on News Forum and respond
to the question, “What Is Your
Learning Style?”
Click on News Forum respond to
the item called, “Best and Worst
Customer Experiences”
Complete Customer Service Self
Assessment
Read Introduction to the Customer
Service Industry
Take Knowledge Check, KC-1.1
Read “Set Up an Efficient Work Station”
Read “Access and Navigate Web
Sites”
Read “Customer Service in NonProfits”
3
Lesson 2:
Communicate
with
Customers
1.
2.
3.
4.
Speak professionally on the
telephone
Greet customers sincerely using company procedures
Demonstrate pleasant voice
quality and speak in a culturally sensitive manner
Demonstrate active listening
skills
Audio File
Group Discussion
4
Lesson 3: Use  Perform multi-line telephone funcOffice Techtions correctly.
nology
 Direct requests and questions to the
appropriate person or department.
 Enter and retrieve data in spreadsheets and forms promptly and ac-
 Review Glossary of Terms
 Review Customer Service Skills and
Performance Standards
 Complete Knowledge Check KC-1.2
 Read “Talking with Customers on
the Telephone.”
 Read “Using Your Voice Effectively”
 Read the Instructions for “Record
Customer Greetings” and record
yourself.
 Complete Knowledge Check KC-2.1
 Click on News Forum and follow the
instructions for “Creating Your Customer Service Persona.”
 Listen to the audio file, “Listening
Quiz” in Lesson 2 on Moodle and
record your answers.
 Read “Tips on Effective Listening”
by Dr. Larry Alan Nadig.
 Listen to the audio file, “Party
Dress,” in Lesson 2 on Moodle and
answer the questions.
 Read instructions on using a multi-line
phone
 Watch or participate in a demo of a
multi-line phone
 Practice using a multi-line phone for
hold, transfer, message, and confer-
curately
 Access and produce work-related
printed materials
 Use office equipment (printer, copier, fax)
Equipment
Demonstration
4
5
Lesson 4
Assignments
Complete these assignments prior to
discussion of Lesson 4.
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6
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Lesson 4: Re- 
spond to Customer Needs 
and Requests

Role Play
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Lesson 5:
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Manage Office
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ence functions
Enter customer data in spreadsheet
Retrieve customer data from spreadsheet
Enter data in pre-set forms
Format document and send to printer
Watch or participate in demo of photocopy and fax functions
Practice copying and faxing a document
Read “Trust and Customer Conditions”
Complete Knowledge Check 4.1
Read “Effective Questioning Techniques”
Complete Knowledge Check 4.2
Complete “Role Play: Asking Customer
Questions,” which includes a telephone
role play with a classmate.
Review the Call Handling Checklist
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Develop rapport that builds trust with 
customer
Identify customer’s condition and
adapt approach accordingly.
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Demonstrate effective questioning
skills to solicit customer information
Use clarifying questions and rephrasing to ensure complete understanding
Identify the customer’s needs, questions and requests
Maintain inventory of office supplies,  Read “Managing Office Duties”
materials and records
 Read “Working with Electronic Mail (E-
Duties
Audio File
7
8
Lesson 6:
Handle Customer Problems
 Interact positively with visitors and
guests
 Sort and distribute incoming mail;
prepare outgoing mail
 Utilize electronic mail features
 Respond professionally in writing,
including electronic mail
 Listen and respond to customer
concerns and complaints
 Explain policies and procedures
firmly, but tactfully
 Take initiative to resolve problems
within the scope of own authority
 Identify and escalate priority or urgent issues
Group Discussion
Lesson 7: En-  Manage time efficiently
sure Work Recognize and address personal
place Success
stressors
 Maintain composure when challenged
 Develop positive relationships with
peers and supervisor
Enrichment  Educate others about visual impairActivities
ment and request accommodation,
when needed.
mail)” and complete the activity.
 Complete Knowledge Check, KC 5.1
 Listen to the audio file, “Taking Dictation,” in Lesson 5 on Moodle and complete the activities. Email them to your
Facilitator.
 Read “Service Recovery”
 Complete the Knowledge Check,
KC6.1
 Complete the Service Recovery Case
Study Assignment
 Read “Understanding and Explaining
Company Policies” and complete the
assignment.
 Participate in a group discussion of the
case study and assignment.
 Complete the activities listed for Lesson 7: Ensure Workplace Success,
Parts 1 and 2. These are enrichment
activities that will supplement the work
you have done in this course and help
you transition more easily to a real
work environment.